Salary: £50,000 - 60,000 per year Requirements:
* As the ideal candidate for the Head of Service position at our Camberley Branch, you will bring the following qualifications and experience to our team:
* 5+ years in IT service desk or helpdesk operations, including a minimum of 2 years in a management role.
* Experience in a high-volume Managed Service Provider (MSP) or enterprise IT environment.
* A strong understanding of the ITIL framework, with at least an ITIL Foundation certification.
* Proven leadership skills, having managed teams of 15 or more across various shifts or geographical locations.
* A strong customer service ethos, with a focus on operational excellence and continuous improvement.
* Familiarity with service management and ticketing systems such as ServiceNow, ConnectWise, or Freshservice.
* Excellent communication, stakeholder management, and problem-solving abilities.
* Additionally, while not required, the following skills and experience would be considered an asset:
* ITIL Intermediate or Practitioner certification or equivalent.
* Experience with ISO 27001 or other compliance frameworks.
* Background in integrating AI/chatbot or automation tools into helpdesk environments.
* --
Responsibilities:
* In this role, I will task you with the following responsibilities:
* Lead, manage, and develop a team of helpdesk personnel and team leaders across multiple shifts.
* Ensure the Helpdesk function meets or exceeds defined SLAs, KPIs, and customer satisfaction targets.
* Oversee day-to-day service operations, including incident, request, and escalation management processes.
* Implement and maintain ITIL best practices across all helpdesk operations.
* Monitor and report on operational metrics and performance trends, providing regular updates to senior leadership.
* Ensure that reporting meets the consolidated group requirements for KPIs and measures.
* Collaborate with Service Delivery Managers, Account Managers, and Technical Escalation teams to resolve issues and facilitate continuous service improvement.
* Drive standardization and automation of helpdesk processes to enhance service quality and efficiency.
* Manage resource planning, including workforce management, shift patterns, and holiday coverage.
* Support the onboarding of new clients and services into the helpdesk function.
* Manage vendor and tool relationships relevant to the helpdesk platform (such as ticketing systems, telephony, and monitoring tools).
* Contribute to strategic planning, budgeting, and operational forecasting for the helpdesk unit.
* Handle bid management for enterprise-level customers.
* Oversee customer escalation management, including both face-to-face and remote meetings to collaborate with the wider IT team on issue resolution and implementation of lessons learned.
* Ensure thoroughness and learning from Service Delivery Manager relationships.
* Prepare customer-facing reporting as needed, recognizing the necessity for automation of currently manual processes.
* Address any other tasks reasonably assigned by your line manager from time to time.
* --
Technologies:
* AI
* Cloud
* Support
* ITIL
* Network
* Security
* ServiceNow
More:
At FluidOne, we pride ourselves on being a leading provider of award-winning Connected Cloud Solutions, with a turnover of £110 million. With a highly connected national network known as Platform One, we deliver secure, scalable IT, Cyber Security, and Communications solutions to over 2,000 customers across the UK. Recognized as a Top 50 UK Best Company to Work For in 2023, we are dedicated to outstanding service, technical expertise, and a dynamic, people-first culture.
Benefits:
Once you complete your probation period, you will be eligible for a variety of benefits, including:
- Subsidised health and dental care
- Life assurance (3x salary)
- Employee Assistance Programme (EAP)
- 5% employer pension contribution
- 25+ days holiday plus your birthday off
- Half-price broadband
- Access to a discount platform and a Ride2Work scheme
- Team incentives and regular training opportunities
- A volunteer day scheme
last updated 41 week of 2025